In addition to the large number of scripts and tools available in the C:/Softdial/Tools folder after installation, the following diagnostic tools are available to help you troubleshoot and investigate performance issues with Softdial Contact Center™:
TeamViewer connection client
Sytel Remote Support is a customised TeamViewer connection client that allows Sytel Support to make a secure connection to your server for remote assistance and diagnostics. This avoids the problem of mismatched versions when the customer's own TeamViewer product is a different version from that being used by Sytel Support.
To use this tool, unzip to your desktop and run the application. You will need to provide the connection details displayed (Your ID, Password) to Sytel Support to allow them to connect to your server.
Sytel Log Analyser
Excel-based analyser for Sytel logs. Analysis options are::
- '8ball' Analysis - provides detailed numerical analysis of campaign performance from message logs
- Statlog Analyser - provides graphical illustration of campaign performance from statlogs
- Live Distribution - provides numerical and graphical analysis of live versus non-live for calls passed to an agent
- RNA Distribution - provides a tabular list of calls timed out RNA / seconds
Requires Gawk - See the 'ReadMe' file in the download folder
Dialer Chat
Dialer Chat is a tool for communicating with Softdial CallGem™ using standard SDMP messages. Useful for both integration testing and troubleshooting. Dialer Chat is included with the Softdial Contact Center™ installation and can be accessed at C:\Softdial\DialerChat.exe (where 'C' is the installation root drive). To gain an understanding of how this tool may be used, see the examples included in the following pages:
- Dialer Chat (with SDMP Tutorial)
- Softdial Telephony Gateway™ Testing 2 - Outbound (Outbound)
- Softdial Telephony Gateway™ Testing 3 - Inbound (Inbound)